Reservation Support Specialist

Title: Reservation Support Specialist

Location: Greenwood Village United States

Category: Marketing/Sales

Job Description:

Overview

Join the Xanterra Travel Collection team:

Xanterra Travel Collection is the premier operator of lodges, restaurants, and retail shops in some of the United States' most iconic national parks. Headquartered in Greenwood Village, Colorado, we are dedicated to creating unforgettable experiences for our guests and providing transformative career opportunities for our team members.

Job Summary:

The Reservation Support Specialist is responsible for providing real-time support from the Central Reservations Help Desk. This includes managing agent productivity, responding to agent and guest inquiries, resolving guest escalations, and assisting with staffing adjustments to meet service level goals. The role also involves administrative support and coordination with property front desks.

As a remote position, this role requires strong multitasking skills, technical troubleshooting ability, and clear communication across multiple platforms. The specialist must be able to work independently while maintaining team collaboration, handle system issues efficiently, and ensure accurate documentation of all Help Desk activities. Flexibility in scheduling is essential to meet operational demands.

Responsibilities

• Independently oversee and manage daily agent activity remotely through the CRes Help Desk, including monitoring phone, chat, and email queues; managing agent offline tasks; and ensuring timely completion of agent reports and projects.
• Independently serve as the primary first point of contact for agent inquiries via 2 communication channels; instant messaging and voice. Provide helpful and accurate information, troubleshooting support, and timely resolution of escalated issues. Take ownership of all agent inquiries received without intervention unless required.
• Independently research and resolve guest escalations; escalate to higher support levels when necessary, ensuring follow-through and documentation.
• Prioritize and manage tasks independently to ensure deadlines are met and responsibilities are fulfilled without direct supervision.
• Maintain real-time visibility of agent productivity and staffing levels, making proactive adjustments to meet service level goals and operational demands.
• Accurately document all Help Desk interactions, system issues, and agent support activities.
• Stay current with all software updates and system enhancements, including but not limited to RingCentral, Opera, Cresta, and WFM, and proactively provide Tier and Tier 2 troubleshooting in a remote environment.
• Take ownership for your learning by self-identifying all learning gaps related systems, software, hardware, and knowledge bases. Proactively use all information and training channels to address learning gaps. Escalate unresolved gaps to your direct report.
• Exceptional multitasking and time management skills, with the ability to manage and work on multiple tasks simultaneously.
• Proactively identify and document recurring issues, contributing to process improvements and system enhancements.
• Collaborate with CRes management and training teams to support agent development and follow-up coaching needs.
• Maintain a professional and responsive presence in all communications, representing CRes and Xanterra Parks & Resorts with integrity and consistency.
• Support long-term planning initiatives and assist with special projects as assigned by leadership.
• Deliver clear guidance and coaching to agents by explaining resolution processes and offering constructive feedback.
• Identify and recommend improvements to procedures, workflows, and system usage based on recurring issues.
• Take direction from CRes Supervisors, Managers, and Directors and/or work independently as required, while supporting policies, procedures, and team members
• Demonstrate flexibility in scheduling to meet business needs, including availability for weekends, closing shifts, and key operational dates (e.g., the 1st and 5th of each month).

Qualifications

Technical Proficiency

• Advanced knowledge of reservation systems and platforms such as Opera, RingCentral, Cresta, and WFM, with the ability to troubleshoot issues independently in a remote environment.
• Strong digital literacy, including navigating remote desktop environments, and communication platforms
• Ability to quickly adapt to new technologies and system updates, ensuring seamless support and minimal disruption to operations.

Remote Work Competencies

• Self-motivation and accountability, maintaining productivity and responsiveness in a home-based setting.
• Clear and professional communication across digital channels, including chat, email, and video conferencing, to support agents and collaborate with leadership.

Communication & Interpersonal Skills

• Strong written and verbal communication skills, essential for remote collaboration and guest support.
• Ability to accept constructive feedback and guidance.
• Collaborative spirit, working effectively with cross-functional teams including training, operations, and property front desks.
• Customer-first approach, ensuring guest concerns are resolved with empathy, accuracy, and efficiency.

Analytical & Problem-Solving Skills

• Strong problem-solving and reasoning skills, especially when handling guest escalations or system issues.
• Data-driven mindset, using real-time metrics to assess agent productivity and make informed staffing adjustments.

Organizational & Detail Orientation

• Very detail-oriented with excellent organizational ability, ensuring accurate documentation and follow-through on Help Desk activities.
• Ability to prioritize and manage tasks independently to ensure deadlines are met and responsibilities are fulfilled without direct supervision.

Flexibility & Adaptability

• Willingness to work varied schedules, including weekends, evenings, and key operational dates, to meet business needs.
• Resilience in a dynamic remote work environment, adjusting to shifting priorities and unexpected challenges with composure.
• Provides proactive assistance when problems arise-coordinating guest contacts.

Customer Service Experience

• Previous customer service experience, with a demonstrated ability to handle inquiries and escalations professionally and efficiently.

Compensation: The salary range for this role is $42,800 - $44,900 for a Colorado-based employee. Available for monthly management incentives.

Benefits:

For full-time employees, Xanterra offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; PTO and paid Holidays; 401(k) with Company Match; Employee Assistance Plan; Education Assistance; RTD-Denver transit pass for in-office employees, and Employee Discounts & Travel Deals.

Xanterra Travel Collection is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.